All ResourcesDesktop SupportMemberWhitepapers Desktop Support and Field Services Staffing Ratios | How Many Technicians do You Need? One of the most common questions I hear from IT support managers is “How many techs should I have in desktop support?” It’s a great question, but one that is…Angela IrizarryApril 23, 2020
All ResourcesMetrics Unleashed VLOGService Desk Metrics Unleashed | Service Desk ROI In this video, we discuss the ROI of Service and Support and specifically the ROI of the Service Desk. https://youtu.be/ooEyl1USCFc Service Desk ROI | Metrics Unleashed with Jeff Rumburg ROI…Jeffrey RumburgApril 20, 2020
All ResourcesCall CenterDesktop SupportMetric of the MonthService Desk Metrics that Matter | Customer Effort Score https://www.youtube.com/watch?v=ude3xY-qdmg Customer Effort measures how easy it is for your customers to do business with you. The metric is captured by surveying customers and asking: How easy was it to get the…Angela IrizarryApril 17, 2020
All ResourcesDesktop SupportMemberRecorded Webcasts Mean Time to Resolve Incidents | Mean Time to Fulfill Service Requests MetricNet's research has shown that service levels at level 1, including average speed of answer and call abandonment rate, are relatively unimportant. They have little if any influence on customer satisfaction.…Jeffrey RumburgApril 17, 2020
All ResourcesNews and Press MetricNet Launches New Suite of Tools for Contact Centers and Technical Support Desks INCLINE VILLAGE, Nev., April 14, 2020 (Newswire.com) - Leveraging more than 30 years of expertise and benchmarking data, MetricNet, LLC has developed a comprehensive suite of scorecards, tools, templates, and calculators for Contact Centers and Technical…Angela IrizarryApril 15, 2020
All ResourcesNews and Press MetricNet Publishes 2019-2020 Contact Center and Technical Support Benchmarks INCLINE VILLAGE, Nev., April 14, 2020 (Newswire.com) - MetricNet has published the results of their global 2019-2020 Contact Center, Service Desk, and Desktop Support Benchmarks. The updated benchmarks are now available for immediate download via MetricNet’s website.…Angela IrizarryApril 14, 2020
All ResourcesMetric of the MonthService Desk Metrics that Matter | Tickets Prevented https://www.youtube.com/watch?v=wLF2-VPNzxM Preventing a ticket is always better than handling a ticket triggered by an incident or a service request. But how do we measure tickets prevented? Well, we start by measuring…Angela IrizarryApril 7, 2020
All ResourcesCall CenterDesktop SupportRecorded WebcastsService Desk Metrics that Matter: Service Level It's human nature to be impatient when in need of technical support or customer service. It doesn’t matter if customers are calling their bank, their cable company, or their company’s…Angela IrizarryMarch 23, 2020
